Altitude uCI vs. Avaya Experience Platform

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Altitude
Score 8.0 out of 10
N/A
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.N/A
Avaya Experience Platform
Score 8.5 out of 10
N/A
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Pricing
Altitude uCIAvaya Experience Platform
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
AltitudeAvaya Experience Platform
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional DetailsDigital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)
More Pricing Information
Community Pulse
Altitude uCIAvaya Experience Platform
Top Pros
Top Cons
Features
Altitude uCIAvaya Experience Platform
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Altitude uCI
9.7
1 Ratings
15% above category average
Avaya Experience Platform
8.4
35 Ratings
1% above category average
Agent dashboard9.01 Ratings8.033 Ratings
Validate callers10.01 Ratings8.330 Ratings
Outbound response10.01 Ratings7.529 Ratings
Call forwarding10.01 Ratings9.033 Ratings
Click-to-call (CTC)9.01 Ratings8.826 Ratings
Warm transfer10.01 Ratings8.733 Ratings
Predictive dialing10.01 Ratings7.325 Ratings
Interactive voice response10.01 Ratings8.829 Ratings
REST APIs9.01 Ratings8.324 Ratings
Call scripts10.01 Ratings8.127 Ratings
Call tracking10.01 Ratings9.032 Ratings
Multichannel integration10.01 Ratings9.030 Ratings
CRM software integration9.01 Ratings8.829 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Altitude uCI
9.6
1 Ratings
15% above category average
Avaya Experience Platform
8.2
35 Ratings
0% below category average
Inbound call routing10.01 Ratings8.534 Ratings
Omnichannel inbound routing10.01 Ratings8.630 Ratings
Recording10.01 Ratings8.533 Ratings
Quality management9.01 Ratings8.031 Ratings
Call analytics8.01 Ratings8.031 Ratings
Historical reporting10.01 Ratings8.432 Ratings
Live reporting10.01 Ratings7.731 Ratings
Customer surveys00 Ratings8.028 Ratings
Customer interaction analytics00 Ratings7.927 Ratings
Best Alternatives
Altitude uCIAvaya Experience Platform
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Altitude uCIAvaya Experience Platform
Likelihood to Recommend
9.0
(1 ratings)
8.7
(52 ratings)
Likelihood to Renew
-
(0 ratings)
7.3
(12 ratings)
Usability
-
(0 ratings)
8.2
(5 ratings)
Availability
-
(0 ratings)
7.0
(1 ratings)
Performance
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
9.1
(4 ratings)
Implementation Rating
-
(0 ratings)
8.2
(2 ratings)
User Testimonials
Altitude uCIAvaya Experience Platform
Likelihood to Recommend
Altitude Software
  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
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Avaya
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
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Pros
Altitude Software
  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
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Avaya
  • The app and the ability to use the "office" phone while on the road.
  • There's an easy implementation and training process to get everyone on board quickly.
  • Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
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Cons
Altitude Software
  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
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Avaya
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
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Likelihood to Renew
Altitude Software
No answers on this topic
Avaya
I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
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Usability
Altitude Software
No answers on this topic
Avaya
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
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Support Rating
Altitude Software
No answers on this topic
Avaya
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
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Implementation Rating
Altitude Software
No answers on this topic
Avaya
No, everything was implemented by Avaya Support
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Alternatives Considered
Altitude Software
Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
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Avaya
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
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Return on Investment
Altitude Software
  • Reliable prediction improves productivity
  • Multichannel integration offers an all-in-one solution
  • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
  • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
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Avaya
  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
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ScreenShots